Terrible customer experience

Good afternoon,

I’ve been a loyal customer with you all for over 30 years and today I experienced the worst customer service I’ve ever experienced in my life. My payment was not able to go through for this month’s bill, but I had no idea because I didn’t receive any notification to make me aware that my payment was unsuccessful. I didn’t find this out until my service was disrupted due to the failed payment. I reached out to your customer service to get this taken care of. The agent made me aware that I could use a payment arrangement that would allow me to be able to make my payment, have my service restored and save as well during the process. Before getting to him I was on hold for over an hour and after I got on with him I was on with him for over two hours. He continued to send me email after email, but nothing he told me to do was working. He then lied and told me don’t worry about it my service would be restored in 2 hours. Here I am 8 hours later and my service is still disconnected. I’m a senior citizen who just had eye surgery. I’m not in the best condition currently and I had to deal with this terrible interaction. This was unacceptable and I feel like my loyalty to you all means nothing based on how I was treated today. Please someone reach out to my as soon as possible to get this taken care of and contact me based on this terrible experience I had to endure today sadly. I can be reached at [Edited: "Personal Information"]. My name is [Edited: "Personal Information"] or email me at [Edited: "Personal Information"] if you’re not able to reach me via cell phone.